Matthew J Reidy
Annapolis,MD
Overview
20
20
years of professional experience
Work History
Permanent Substitute Teacher
Anne Arundel County Schools
03.2020 - Current
- Adapted curriculum materials to accommodate various learning styles and abilities, increasing overall comprehension levels among students.
- Maintained strong parent-teacher communication, ensuring consistent support for student achievement.
- Increased student participation by fostering a positive and supportive classroom environment.
- Participated in school-wide initiatives aimed at improving overall student outcomes through collaborative planning efforts with staff members.
- Duties included Classroom teaching in various grades between Kindergarten and 5th grade. I also performed office duties as directed. Recess and Lunch duty.
- Managed classroom behavior effectively, maintaining a focused and productive learning atmosphere.
Lead Business Manager
IBM
01.2016 - 01.2019
- Oversee trouble resolution within the Hosting environment of CMAS (previously AT&T Managed Hosting) that is in the process of migration to IBM. Like the previous Senior Incident Management position, this encompasses managing issues that include the applications for eCommerce, SAP, Ariba, Messaging/Exchange, Peoplesoft and Oracle. It also includes internal systems and tools maintained by IBM, from hardware to OS issues, including Cloud and Bare Metal environments located in multiple datacenters throughout the world.
- Outage Escalation—Available as an escalation point for our day to day Incident Managers
- Collaboration—Work with tiered support teams, client support teams, Project Executive community, and other problem management teams to identify root cause and permanent fix
- Proactive Management of Issues—Assist cross functional teams to determine and implement process changes and improvements required to reduce restoral times
- Executive Liaison—Partner with COE leadership for new initiatives, updates on hot topic issues, reporting, and metrics.
- Supervisor: Steve Wendland
Senior Incident Manager
AT&T
01.2010 - 01.2016
- Manage trouble resolution within the Hosting environment of AT&T (2000+ clients). This includes managing issues that include the applications for eCommerce, SAP, Ariba, Messaging/Exchange, Peoplesoft and Oracle, to the internal systems and tools maintained by AT&T, to hardware and OS, including Cloud and Bare Metal environments located in 43 datacenters throughout the world.
- Manage and coordinate an international workforce comprising of server, database, storage, firewall and network teams, in addition to the dedicated application teams mentioned above.
- Prepare outage reporting for each incident and provide results to upper management. Ensure action items are identified and addressed to reduce recurrences of the same or similar issues.
- The Incident Management position is a single point of contact for internal AT&T technical and support teams when referencing outages. This requires extensive multi-tasking in order to facilitate bridges and communications between multiple teams in order to resolve an external customers issue in a timely manner.
- Identified as a Subject Matter Expert (Senior) within this organization after 3 years in the position. Mentor peers by increasing their understanding of the multiple environments and processes as well as manage the highest priority and complex outages as requested by management.
- As downtime permits, work as an individual contributor on projects and process improvement for the benefit of the team. In addition to internal project management, opportunities to partner with peer technical organizations arise in order to facilitate better work strategies. These meetings are initiated as a result of the Incident Managers understanding of all teams and roles and the identification of a defect. Working to reduce the defects is critical to ensuring customer satisfaction during the most strenuous events by working through differences in procedures and understandings.
- Supervisor: Rick Stephens
Operations Manager
USINTERNETWORKING
01.2007 - 01.2009
- Supervised a team of 6. Functionally responsible for 12. Duties included monitoring of client environment alerts using Netcool. Facilitated technical bridges for client outages.
- Checked change calendar, ensuring changes begin and end on time. Engaged change executor for any issues. Hosted 8am call with stakeholders and upper management.
- Covered weekend outages and issues. Passed on team KPIs to upper management.
- Represented Incident Management group at Incident Review Board (IRB) meetings and Change Approval Board (CAB) meetings.
- Supervisor: Eric Schlesinger
Assistant Operations Manager
USINTERNETWORKING
01.2005 - 01.2007
- Supervised a team of 6. Functionally responsible for 12. Duties included monitoring of client environment alerts using Netcool. Facilitated technical bridges for client outages.
- Checked change calendar, ensuring changes begin and end on time. Engaged change executor for any issues. Hosted 8am call with stakeholders and upper management.
- Covered weekend outages and issues. Passed on team KPIs to upper management.
- Represented Incident Management group at Incident Review Board (IRB) meetings and Change Approval Board (CAB) meetings.
- Supervisor: Eric Schlesinger
Education
Bachelor of Arts - Political Science, Social Studies
University of Maryland
College Park, MD01.1983
Skills
- Proficient or familiar with the following concepts and technologies:
- Network Architecture
- Cloud Computing
- Six Sigma (Green Belt) Agile
- ITIL V3
- Information Technology
- Project Management
- Troubleshooting and Resolution
- Improving Client/Internal Relationships
- Process Improvement
- Quality Assurance
- Managed Hosting
- Relationship/Building Teamwork
- Change Management
- Leadership
- Cross-Functional Collaboration
Timeline
Permanent Substitute Teacher
Anne Arundel County Schools
03.2020 - Current
Lead Business Manager
IBM
01.2016 - 01.2019
Senior Incident Manager
AT&T
01.2010 - 01.2016
Operations Manager
USINTERNETWORKING
01.2007 - 01.2009
Assistant Operations Manager
USINTERNETWORKING
01.2005 - 01.2007
Bachelor of Arts - Political Science, Social Studies
University of Maryland
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